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Vrouw duwt rolstoel met op de achtergrond een vliegtuig
Image: ©ILT

Rights of passengers with reduced mobility

If you have a mobility impairment and intend to board a flight departing from an airport in the Netherlands, then you are entitled to assistance at the airport and when boarding the aeroplane. If you are not satisfied with the assistance you receive, you can make a complaint with the airline, the tour operator or the airport. If you are unable to reach an agreement with them, then you can submit a complaint with the Human Environment and Transport Inspectorate (ILT).

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Assistance at the airport and during the flight

If you need assistance with check-in, transport at the airport or boarding, these are things you should know and can arrange in advance:

  • When booking your flight, notify the airline or tour operator of the assistance needed. Report this at least 48 hours before departure of the flight. If you fail to do so, you will still be entitled to assistance, but you may have to wait longer.
  • The airline may not refuse your booking on the grounds of your disability or mobility requirement. An exception is when the legal safety standards cannot be met or if the dimensions of the aircraft makes access or transportation impossible.
  • You are entitled to free assistance at the airport (departure, arrival and transit) and on board.

Read more about rights for travellers with disabilities or reduced mobility information about your rights  on the Your Europe website.

Departures and arrivals regulations

The ILT ensures that passenger rights are properly observed on all flights departing from the Netherlands. These passenger rights are set out in the European Union's regulation concerning the rights of disabled persons and persons with reduced mobility when travelling by air (Regulation EC1107/2006). This regulation covers flights that are arriving in the Netherlands from inside the EU and outside the EU with an airline based in the EU.

For flights that are arriving in the Netherlands that have departed from another EU Member State, the respective national enforcement body is the competent authority.

Submit a complaint about the airline, tour operator or airport

If you feel that the airline, tour operator or airport did not provide proper assistance, then you submit a complaint to the relevant party.

If you unable to reach an agreement with the airline, tour operator or airport, then you can submit a complaint with the ILT. The ILT investigates and handles complaints to ensure that the rights of passengers with disabilities or mobility restrictions are properly respected. The ILT can impose sanctions if necessary, but will not arrange compensation for you.

Submit a complaint with the ILT

If you cannot settle your complaint with the airline, tour operator or airport, you can file a complaint with the ILT. You must always submit a complaint at the relevant party before filing a complaint at the ILT. You can also file a complaint at the ILT if you do not receive a response from the airline, tour operator or airport.

Are you unable to complete the form or do you have questions? Contact the ILT. We are happy to help you.

More information on this topic (with practical tips)

The following websites can provide more specific information and practical tips for passengers with mobility requirements flying from airports in the Netherlands: